Complaints

This profile includes complaints for Ross Stores Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Ross Stores Inc

  5130 Hacienda Dr. Dept. 9455 Dublin, CA 94568

• 

  Ross Stores Inc

  5200 Geary Boulevard San Francisco, CA 94118

• 

  Ross Stores Inc

  799 E Market St Colma, CA 94014-2108

• 

  Ross Stores Inc

  405 Westlake Ctr Daly City, CA 94015-1432

• 

  Ross Stores

  1631 Del Prado Blvd S Cape Coral, FL 33990-6739

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today 9/15/22 at 10:03 my family and I got in line to check out at the ********** ** Location. First off we were the ONLY ones in line, while waiting to be called to the register by the associate ****** she starts to yell at me take of your hangers which I had already done so, we get to the register and as Im putting items on the register shes telling me to hurry up because shes the only person in the register yet they dont close until 11pm and no one was in line with me. I told her that they dont close till 11 so thats not ok to rush me. She didnt like that so she lives the register and goes to whisper to another young lady mind you shes ******* me yet now were wasting time, she then starts to call the manager which that takes another 10minutes because shes obviously busy, we know have 2 people in line and waiting on a manager that she requested. Finally the manager arrives and ****** starts saying how I asked her to get another person to check me out which is completely false at this point is embarrassing and unprofessional. The manager stands there and begans to look at both of us and says We both need to be nice EXCUSE ME I never requested her assistance or got disrespectful with her employee ****** yet I took the hangers off my close prior to getting yelled at and advocated for my family to stop ******* me because they didnt close for another hour so ****** obviously had to continue my transaction but now I see why the employees are unprofessional and disrespectful to the customers when you have the managers that allow that type of behavior.

  Business Response

  Date: 09/16/2022

  Dear ***************************

   

  Thank you for taking the time to bring this matter to our attention. 

  On behalf of Ross Stores, I apologize for your recent shopping experience at our store in **********, **.

  Your comments have been sent to our District Manager, who will address this situation with the store management team.  Making sure our customers have a good shopping experience is important to us, so we appreciate your feedback.

  Thanks for sharing your experience with us so we can make it better!

   

  Sincerely, 

  ***********************

  Customer Service

  **************

  CS Hours: Monday thru Friday (6 am PT - 6 pm PT)

  Case number : CS0256657

• Initial Complaint

  Date:09/14/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband bought small gold heart earrings and it was at the location on ********************* drive in **** **. It cost him $***** dollars because he bought small hoop earrings for $ ***** dollars and the total price was $50.00 dollars for both earrings. I tried the hearts earrings on and the back part broke off and the hoop earrings were fine . I still have the broken earrings. I just want my money back or a replacement of heart earrings for them breaking. I think some how they were damaged in the store. We are recovering from covid and we are on oxygen. We don't live in that area anymore. We were homeless for 24 days and lived in a motel room. But we are happy now. I just want the money back and no gift card because we don't drive. Resolution,we want our money back thank you.

  Business Response

  Date: 09/15/2022

  Dear *********************************,

   

  First of all, my apologies for the problems you experienced with the item purchased. You can return the item to your nearest **** location with the receipt and tag for the article. If the product is defective, ask to speak to the manager on duty as they will need to assist with a defective return to see if it is acceptable per our return/exchange policy.

   

  For more information regarding our return/exchange policy, please visit our website at www.rossstores.com.

             

  We appreciate your business and hope youll find all your treasures at Ross Stores.

   

  Sincerely,

  ***********************

  Customer Service

  **************

  CS Hours: Monday thru Friday (6 am PT - 6 pm PT)

  Case number : CS0256468

  Customer Answer

  Date: 09/19/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  From: ************* <**********************>
  Sent: Thursday, September 15, 2022 3:14 PM
  To: info <************************************>
  Subject: Re: You have a New Message from BBB Serving ********************** and Northern Coastal **********, Complaint #********

   

  I don't drive and have no way getting back to the store. And they keep arguing with me. It seems like they don't uncle want im saying at all. Thank you 

   

  
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 09/22/2022

  Dear  Gritty Fritty,

   

  Thank you for taking the time to write our offices.

   

  Additional information is needed to assist you further.  Please contact our customer service number below for further assistance. Please have receipt information available when calling.

   

  ************** Mon-Friday 6:00 AM-6:00 PM PST

   

  Please reference: Ticket ID# *********

   

  We value your business and we hope you will continue to shop for great bargains at ****.

   

  Sincerely,

  ***********************

  Customer Service

  **************

  CS Hours: Monday thru Friday

• Initial Complaint

  Date:09/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After school myself and my 6 year old decided to go and shop around while we wait for my son to finish football practice. We are never on this side of town so we wanted to see if we'd find different things at the Rockford location. There wasn't much and the store was a complete mess so we found in the make up area. September 8, 2022 I spent $71.14 a total of 8 items should have been in my bag. We get home and I only have 7. I called the store and I was told to bring the receipt back and a refund would be given. I return September 9th after work only to receive horrible customer service from the manager which in so many words said I either lost the item or I was lying because she checked the cameras and everything went in the bag!! Here's my point I spent almost $75 in a store I don't shop in because of this very reason!! The item was a pack lip balm which cost $5.99. Her attitude was she did not care at all!! There was no "how can I as the manager make this right"..... I will never shop there again. There was a way to handle the situation using some common sense which she did not. I also called the police about the matter that night because I felt like she was lying about watching the video and had stolen from me.

  Business Response

  Date: 09/14/2022

  Thank you for taking the time to bring this matter to our attention. 

  On behalf of Ross Stores, I apologize for your recent shopping experience at our store.

  Your comments have been sent to our District Manager, who will address this situation with the store management team.  Making sure our customers have a good shopping experience is important to us, so we appreciate your feedback.

  Thanks for sharing your experience with us so we can make it better!

   

  Sincerely, 

  *******************************

  Customer Service

  **************

  CS Hours: Monday thru Friday (6 am PT - 6 pm PT)

  Case number : CS0256069

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 18020169
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/12 I went to **** to make a Return for a massager thats never worked. The box was beaten up but it was messed up when I purchased it. ******** immediately said no we cant take this with the box messed up. I said I bought it this way she said still no. I explained that I bought it that way she said no I said can I see the return policy? She said you dont have a receipt, which was right in my hand, then said well its not readable. I then asked for the number to corporate because she started getting loud she pulled out a bag and pointed to it and said there you go like I was trash. She refused to do anything. She wouldnt check my receipt or even provide good customer service. I feel discriminated against. Then when I called corporate ******** was also rude kept cutting me off while I was speaking just a terrible experience AND a waste of my money and time.

  Business Response

  Date: 09/13/2022

  Dear *****************************,

   

  Thank you for taking the time to bring this matter to our attention. 

  On behalf of Ross Stores, I apologize for your recent shopping experience at our store.

  Your comments have been sent to our District Manager, who will address this situation with the store management team.  Making sure our customers have a good shopping experience is important to us, so we appreciate your feedback.

  Thanks for sharing your experience with us so we can make it better!

   

  Sincerely, 

  Ira ********

  Customer Service

  **************

  CS Hours: Monday thru Friday (6 am PT - 6 pm PT)

  Case number : CS0256006

• Initial Complaint

  Date:09/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there,A few weeks ago I purchased an artificial bamboo tree, I think 6ft tall. Since then, I can't find another one. I refuse to believe that not a single **** in ********* has a bamboo tree, I highly doubt that they are so popular they're sold out.I just need one more. Please help me find it so I can purchase it. Thanks

  Business Response

  Date: 09/12/2022

  Thank you for contacting our office.

   

  Ross stores offers first-quality, in season, name brand and designer apparel, accessories, footwear and home fashions at everyday savings of 20% to 60% off department and discount store regular prices.  We do not buy large quantities of any one item and often do not have the same merchandise in every store. 

   

  We keep our tracking systems to a minimum to allow us to offer the best prices possible to our customers.  For this reason, we do not offer itemized merchandise searches.

   

  Please check in often with the stores near you as they receive new shipments daily.

   

  Sincerely,

   

  Customer Service

  **************

• Initial Complaint

  Date:09/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After much thought even though it was a few years ago that we purchased the lamps, we still have the remaining THIRD lamp with the original **** tag affixed. They are Not Addressing Problem - 5 days ago my daughter responded to *********************, Customer of **********************, gave her through an email a more detailed account of a claim regarding TWO possibly defective lamps, that we have since disposed of. We would like a credit for TWO lamps that were purchased at the Brea Location, where we lived.. Case # CS0244652 and Ref #: MSG20591241. ********************* responded on July 6 to what appeared to be a form letter requesting a receipt and tag for the articles, which we have neither. We would like them to make an exception for not having a receipt. We are requesting compensation for TWO lamps $***** plus tax EACH, For a total of $60.00 TOTAL. We believe they are deflective, because the THIRD lamp is working with no issues, while the previous two lamps failed almost simultaneously. We have the THIRD Lamp with original **** label on the bottom of the lamp. We can provide photos if requested. I am almost 79 years old and I cannot throw away money for lamps that are not lasting and could be an electrical hazard. That is why my daughter disposed of the TWO apparently defective lamps. We didn't want a fire. We cut the chord for further safety precaution. Resolution Refund, or Credit for Replacement TWO table lamps, for ***** each.

  Business Response

  Date: 09/07/2022

  Dear ***** And *******************************,

   

  First of all, my apologies for the problems you experienced with the item purchased. You can return the item to your nearest **** location with the receipt and tag for the article within 30 days. If the product is defective, ask to speak to the manager on duty as they will need to assist with a defective return to see if it is acceptable per our return/exchange policy.

   

  For more information regarding our return/exchange policy, please visit our website at www.rossstores.com.

             

  We appreciate your business and hope youll find all your treasures at Ross Stores.

   

  Sincerely,

  ***********************

  Customer Service

  **************

  CS Hours: Monday thru Friday

• Initial Complaint

  Date:09/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased some items from **** and after getting home and reviewing my receipt believe I have been overcharged for some of the item and that I was charged for items I did not buy or receive. I immediately contacted **** and asked if we could go over the item#s on my receipt to confirm whether or not this was something I was given with my purchases I was told I would get a call back and I did get a voicemail from ***** (*******) on 7/27 with corp. customer service saying they will look at video footage and receipt to know what was walked out of the store and to call back at ************* case number *******. I called on 8-16-2022 and spoke with ******* who said she will have ******* look at the video footage and she will be in touch with me regarding the items in question. To date I have tried to reach out to them 4 different times with no response. I would like to be reimbursed for my items in question if they cannot find anything to prove I was not overcharged and I have been very patient and feel like my time is being taken advantage of at this point.

  Business Response

  Date: 09/07/2022

  ssue has been resolved, please close case.

  
  

  ***************************

  District 12 ************, *******

  ***********************************

  Cell ************

  
  

  Customer Answer

  Date: 09/08/2022

   
  Complaint: 17915791
  
  I am rejecting this response because this issue is certainly not resolved and it is mind blowing that is the response **** chose to send in response to my detailed complaint in which I provided proof of my reason for my complaint and what I would like to have resolved and while being respectful and patient I might add for WEEKS now.  I am a loyal customer of YEARS and I find it pretty disappointing that it is not only this difficult to receive assistance with something any customer should have the right to do, ask questions about items and charges on their receipt that they feel may be incorrect overcharges and just want to simply confirm and be given an answer.  Instead, from the start it was like I am asking this huge favor by asking for this explanation of my item charges/descriptions and within a very short time period after being charged.  For weeks now, I have been told the cameras are being reviewed and I would hear back which I have been patient for.  Despite the fact I am very confused why cameras need to be reviewed when I am just asking for someone to tell me what the items are listed on my receipt based off their item# and description so I can confirm if I am certain I was overcharged, or not.  I would think you keep the item information logged in your system or what is the point of having it at all?  But, I have been patient regardless, waiting to hear back about what the footage ends up explaining as to my item descriptions I was charged for and now I do not even hear back from anyone anymore.  So, I file this complaint in hopes to resolve something that seems like should be a pretty simply, easy situation, and I do not even get the decency of an explanation of how you consider this to be resolved?  Not only that, it wasn't even worth your time to write a complete sentence, in a professional manner, at that?  Just wow! 

   

  If you somehow feel this issue has been resolved, I would certainly love to know how you came to this determination because as the person with the issue, I can assure you I do not consider it resolved as I have not even gotten a response back in weeks now. Not even a simple update as to the status of the case.  I really do not want to have to request a fraud dispute/chargeback on my card as I do not want to have to redo all my credentials for something that I know is not an identity theft situation and instead a likely mischarge/overcharge. Not only that, but I would also like to handle this in a more peaceful way which is what I have been trying to do with you this entire time, but despite this, I am starting to feel taken advantage of and disrespected, especially after seeing the BBB response I just received and I am now losing patience with this.

   

  I would appreciate it if **** could be willing to work with me resolving this matter and answering my questions I have a right to as a paying customer who has done nothing wrong, but have some questions about specific charges I was charged.  It seems like if I was wrong about these charges and they were legit, someone would have just confirmed what the items are I am questioning using their description or item # from the receipt.  If you are now not able to confirm these charges any more, despite telling me this would be done, then I think it is fair of me to request a refund for them.  I do not really expect much of a response after the first one I just received and am mindblown by, but I would like to let you know if you are going to continue to choose to be dishonest and claim this issue has been is resolved and request it be closed without even trying to assist me, or speak to me about it, in any way prior, I will have no choice but to continue to file complaints with multiple other sources and also spread the word with every place and social media outlets possible to spread the word about how **** treats their loyal customers and steals their money, to hopefully prevent others from experiencing this. 

   

  Please do what is right.

  
  Sincerely, 
  
  ***************************

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to **************. 8/17/2022 around ****pm At ******************************************************************************** 32225.Around 5:30pm while shopping I had to use the restroom and I had surgery not to long ago. I told an employee and she said the restroom was occupied. I waited for 30 minutes so I ask her can she check if something had happened because it had been a while and she replied that there were to person in there and so here I am still waiting. After that she said I could go in and there was no one using the restroom. I went and spoke to the supervisor with the white hair & the only thing she said is that she apologize.

  Business Response

  Date: 08/17/2022

  Dear *****************************

   

  Thank you for taking the time to bring this matter to our attention. 

  On behalf of Ross Stores, I apologize for your recent shopping experience at our store regarding the restroom and associate.

  Your comments have been sent to our District Manager, who will address this situation with the store management team.  Making sure our customers have a good shopping experience is important to us, so we appreciate your feedback.

  Thanks for sharing your experience with us so we can make it better!

   

  Sincerely, 

  ***********************

  Customer Service

  **************

  CS Hours: Monday thru Friday (6 am PT - 6 pm PT)

  Case number : CS0251886

  Customer Answer

  Date: 08/17/2022

  Thank for your responde i apreciate u addresing issue
  Thank

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 20th 2022, I went in to do a return and waited patiently behind one person in the returns & exchanges line. The purchase line was very long. The 2 cashiers helping at the time were only saying next and not clearly communicating which line was next. So every time, someone from the purchasing line would get helped. I have been to other locations and they treated all their customers more fairly. By taking turns with each line and being specific as who's turn it was. Rather than leaving the returns & exchanges line ignored as was my experience at the Bellevue location. The cashier ignored the fact that I was there first when another lady came in after me for a return & exchange too. I'm pregnant and I was there first. I had to point this out to the other lady that had cut in line and the cashier. The cashier allowed this customer to go next, though I was clearly waiting there first. So this customer let me go and I asked the cashier, who do you want to help next, the purchase line or me. I was asking for her to be more specific and fair. She still had the audacity to ask the person in the purchase line if they wanted to go next despite her already giving the person who cut in line the option to help her instead of me. The manager ******* came to listen and all she said was that she was going to talk to the cashier about taking turns with the two lines because I was correct, like in other locations, they do want their employees to do this. I would like to know the employee has been given better training and reminded to be fair. She was going to let the lady who cut me in line to go before me and when I pointed out to both of them I was there first. The lady said I could go ahead while I wanted reassurance from the cashier on who was next. She still did not give me the slightest consideration even in my pregnant condition. She chose to ask the purchase line if they wanted to go. The kind person in the purchase line, then told the cashier to let me go first.

  Business Response

  Date: 07/28/2022

  Dear  *******************************,

   

  Thank you for taking the time to bring this matter to our attention. 

  On behalf of Ross Stores, I apologize for your recent shopping experience at our store.

  Your comments have been sent to our District Manager, who will address this situation with the store management team.  Making sure our customers have a good shopping experience is important to us, so we appreciate your feedback.

  Thanks for sharing your experience with us so we can make it better!

   

  Sincerely, 

  ***********************

  Customer Service

  **************

  CS Hours: Monday thru Friday